Fenix & Ember Curated — Returns & Refunds Policy
At Fenix & Ember Curated, each mystery order is selected, pulled, and packed with care.
Because of the surprise and curated nature of our products, all mystery pulls, games, bundles, and Special Edition items are final sale.
Mystery Means Mystery
Part of the fun is not knowing exactly what you’ll receive! Personal preferences are used to help guide the curation of eligible orders, but specific colors, styles, designs, or items cannot be guaranteed. Receiving an item that isn’t your personal favorite does not qualify for a return, exchange, or refund.
Damaged, Defective, Missing or Incorrect Items
If an item arrives damaged or defective, something is missing from your order, or you receive an item you did not order, please contact us within 3 calendar days of the carrier-confirmed delivery date.
For damaged or defective items, please include clear photos of the item and its original packaging. We’ll review the issue and work with you to make it right.
Self-Care Items
For health and hygiene reasons, self-care items cannot be returned or exchanged.
Order Cancellations
Orders may only be canceled before the pulling, curating, or preparation of your order has begun. Once we have started preparing your order, it can no longer be canceled.
Shipping Issues
Carrier delays, lost or stolen packages, and address-related delivery issues are handled according to our Shipping Policy and are not considered returns.
Special Circumstances
We understand that unusual situations can happen. Any exceptions to this policy will be considered individually at the discretion of Fenix & Ember Curated.